Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing Mr***'s concern to our attentionWe have verified Mr***s has purchased the year Geek Squad Protection Plan, as stated on the receiptPlease be advised per the terms and conditions of the Protection Plan (as found on www.BestBuy.com) our
Protection Plan start date of purchase or the date the customer initially received the itemAt the time of selection and purchase the customer opted in for the protection plan, and in turn agreed to the Terms and Conditions of said planThose Terms and Conditions are made available on www.BestBuy.com as well as a list of available plans and what is covered by those plansBest Buy feels we give every customer multiple opportunities to be aware of exactly what they are purchasingThe expiration date is listed on the receipt provided at time of purchase to Mr***s, who agreed to and paid for a year Geek Squad Protection PlanOnce a Protection Plan becomes expired, it cannot be renewed or reinstatedWe apologize for any inconveniences this may have causedBest Buy will not be offering a renewal or reinstatement of the plan in question as it has naturally expiredThanks, Best Buy

Dear Revdex.com: Thank you for this referralI am pleased to share that we did complete his request on 8/18/Thank you !

Dear *** - We can see that you were in touch with one of our Social Media Specialists regarding your concerns on March 19, 2017. At that time, John provided you with the correct information regarding exceeding quantity limits. We've reviewed your online purchases and based on
your repeated purchases of the same items, it appears that you are a reseller. We will not be allowing your Amazon Fire Stick orders to go through in the future, as our verifications team has disallowed them. If you are in the business of reselling, we ask that you reach out to Best Buy Direct to make your purchases. They are set up to work with resellers and have different purchase quantity limits. Regards, Amy C

Dear Revdex.com, Thank you for bringing Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. We have followed up with the customer directly and will resolve outside of the medium of the Revdex.com Thank you again for forwarding the
customer's concerns to us. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Hello Mr***,Thank you for contacting Best Buy through the office of the Revdex.com your applianceMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about the difficulty that you've had with your fridge, and I
understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company.after working with leadership local to you, I was made aware of the fact that you were approved for an exchange, and that you can expect your appliance to be delivered on 06/21/2016. Again, I apologize for your experience, as we value your business.Thank you again for making Best Buy aware of this issue.kindest regards,Cassie E., Exec Res Sr Best Buy

December 22, To Whom It May Concern: Best Buy apologizes for the delay in Cody Kemble’s order and as requested we have refunded the cost of the installation charge on the order in question. We trust this will resolve this matter in full. Nevertheless, please
forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com, The attachment provided does not include the terms and conditions of the plan, it shows the installment plan payment historyWe are requesting a copy of the contract and the terms and conditions of the installment billing plan. Regards,Kathryn S

September 1,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as I have credit the order in question the $value that she requested for the missing promo itemI spoke with
Ms*** and she accepted the offer and considers this matter closed in fullNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I am rejecting this response because:
Good Evening, After reviewing the terms and agreements for the purchase and the current terms for the most recent purchase and current online webpage, can you please explain the two screenshotsIt looks that the warranties occur after the end of the manufacturers warranty and depending on the plan, could extend the offer for no more than yearsIf you only offer or year Geek Squad Protection Plan, then why does it state there is a maximum of years combined between manufacture and Geek Squad Protection Plans. The current terms of the agreement state in the given example of the terms and agreements that a year protection plan and a year manufacturer warranty for total a year protection plan.Please let me know if you have any additional questions.Thank you and have a great day!

I am rejecting this response because:They had ample warning to stop the order. An ENTIRE week went by and they still had not opened the fraud ticket! I want them to give my bank the money back. It is the right thing to do

Initial Business Response /* (1000, 6, 2016/02/22) */
Dear Revdex.com,
Thank you for bringing this matter to out attentionOur records indicate that MrS*** placed an order for an iPad Mini on 02/12/This order was unfortunately cancelled due to an unforeseen availability shortageThe
customer has contacted our offices and we have sent a replacement gift card as he did not have the original used on the purchaseFurthermore, our records indicate that MrS*** has purchased a secondary itemWe have no indication of further attention is needed for this matter but we have added a link for our conditions of us to our website with further information
http://www.bestbuy.com/site/Help-Topics/Conditions-of-Use/pcmcat204400050067.c?i...⇄ /> Thank you,

Dear Sir/Madame, I would like to once again clarify that my complaint does not have to do only with the information provided by the BestBuy website, but also with the deceptive information that I was provided with by most, if not all, of the BestBuy agents which I have been in contact with, using different forms of communication, including chat and emailsAfter the mishandling and loss of my original order, a BestBuy agent promised me that I would receive the replacement item on February 3rdWhile this promise was not kept, the website showed confusing information, where, while my order status said I would receive the order on February 27th, I also received an email from BestBuy stating that I would receive the item on March 5th Over the course of the days between February 1st and February 6th, I have had several contacts with BestBuy Agents (which can be seen by the cases tied to my BestBuy account, including but not limited to Case IDs: ***, ***, ***, ***, ***)In most of those cases, I was given changing and deceptive information, where every agent said different things. I even had a case where the same agent in the same call told me that the item is NOT available and I would have to wait at least until February th to receive it, and then a minute later she told me that the item is packaged and ready to be picked up by the courier. In another case, an agent told me that the item was not available in the warehouse and would not be shipped, but I would have to take public transport for three hours and go and pithe item in a store, and the same information was declared as by another agent on another call, who told me that the item is not available for pickup in any store nearbyI also had a case (No***; Agent name: Veron), where an agent refused to let me speak with her Supervisor under the pretense that everyone at the Support Center has the same access and they will all give me the same information (another deceptive misleading piece of information at that)Another agent tried to convince me to cancel my current order entirely, and purchase the same item for a price of $more, stating that BestBuy was unsure if they could fulfill that order within the time frame, if at allIn another instance, I was promised that I would receive a call from a Supervisor, which never happened As you can see, in every step of the way I was given deceptive information and this caused so much confusion and troubles for me, that I am not sure whom to trust anymoreThis pushed me in a loop of checking the Order Status on BestBuy web page but also checking if my bank account was being refunded or charged additional funds by BestBuy, as I could not even foresee what their next would beIt even made me unsure of ever making an online purchase again - not just at BestBuy, but at any other merchant as well, since the process is virtual and BestBuy seemed to hold no accountability whatsoever on what information its agents were providing me with or the outcomes that this information may be fosteringIn my honest opinion, deception is something which can truly hurt the customer, in this case, myself, and affects the trust the customer has not only in that merchant but in the entire shopping process and is a deed which requires liability from the responsible party, in this case, BestBuy Furthermore, because of the delays with sending the laptop to me from the Bestbuy warehouse, I have also fallen behind with work which I don’t think it would have happened if Bestbuy was more straightforward from the beginning about what is happening with my orderIn the beginning of this week I had to cancel a conference invitation in the value of $because I was not able to get all the job done in time, especially because it always took at least an hour every time I talked to a Bestbuy agentLastly, the laptop has arrived today, and it shows sign of wear on the side, while online it was advertised as being in excellent conditionWhile I don’t have anymore time to spend dealing with returning this laptop, and going through the process of ordering it again, and because of this, and all of the inconvenience that has been described above, I would like to request Bestbuy to credit back 20% of my laptop price, and cover the fees that I had to pay and cancel to the conference because of this experience with BestbuyPlease let me know if you need any additional informationBest

Dear Ms*** - We're sorry to hear that you're having difficulty receiving a refund for the damaged television that you returned to Best Buy. I have reviewed your order and can see that the television was received. I have processed a full refund to your Best Buy credit card.
This should be reflected on your next statement, if not immediatelyAgain, we are sorry that it has taken us so long to process your refund. Thank you for your patience through this process.Regards,Amy C

Initial Business Response /* (1000, 9, 2015/12/09) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
I am sorry to hear that the electronic gift card was not receivedA Best Buy store replaced that gift card on 11/5/15, and the new gift card was
redeemed that day toward a new Samsung Galaxy Note
Thank you for making Best Buy aware of this concern
Sincerely,
Brian ***
Executive Resolution Specialist
Best Buy
***
***

Initial Business Response /* (1000, 7, 2015/10/20) */
October 17,
To Whom It May Concern:
Best Buy is unable to confirm or deny ***'s claims based of the information supplied in her complaintHowever, if there was any fraud involved in the transaction she would need to
deal directly with the financial institution that holds the credit account in question and follow their procedures for disputing a charge and fraudulent activityNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus

I am rejecting this response because:
This is simply not trueI was told the item would be freeI expect to pay for things, but also expect things to happen as they are statedI was not told I would receive a gift card, I was told I would receive a free productI do not want the gift card they are offeringI have other things I could worry about than thisI was hoping Best Buy would take care of a good customerI am done with this matter and Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the dishwasher purchase and damage they described during the delivery and installation service Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectationsWe have in place a specific team for assisting customers with appliance delivery and installations*** ***’s Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Paul *** who contacted Mr*** directly in resolving their concerns; however, Case Manager Agent Defender Paul *** was unable to connect Case Manager Agent Defender Paul *** did email Mr*** too with their contact information (phone and email address) in seeking to connect and resolve their situation Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Dr*** - Your Geek Squad Protection Plan for your Samsung Galaxy has been cancelled. We will not be offering you any additional refunds, as the plan you purchased was for accidental damage and handling, not software updates. Best Buy has select locations that are able to assist
customer's with certain repairs and updates. If you took your phone to a Best Buy location that is not set up to assist with a software reset, your phone can be sent to Samsung under the manufacturer's warranty. Please note, however, that the issue you are/were experiencing with your phone was not covered under the GSP you purchased. Below is a link to the full terms and conditions for the time period within which you purchased your Samsung Galaxy 8. http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2017_04_30_to_...⇄ agent who processed the cancellation of your plan did give you a two month refund as a customer service gesture. At this time, Best Buy considers this matter closedRegards, Amy C

I am rejecting this response because:
BEST BUY CLAIM DEPARTMENT CALLED ON SATURSDAY 10/1/2016, THE
PERSON ON THE PHONE FROM SPIRIT DELIVERY HAD NO CLUE WHAT THE CLAIM IS, SHE DIDNT EVEN HAVE THE CORRECT DAY OF THE DELIVERY AFTER I GAVE OUT STATEMENT MULTIPLE TIMES TO BEST BUY, TO SEDGWAY AND TO SPIRIT DELIVERY. I WAITED WEEKS FOR SOMEONE TO CALL ME BACK WITH ALL THE WRONG INFORMATION AND SO RUDE THAT HUNG UP ON ME. ALL I GOT WAS A CLAIM FORMS THAT I RECEIVED ON THE WEEK OF 10/1/TO HAVE TO ESTIMATE DONE. NO ONE CARE ABOUT MY PROPERTY DAMAGE, NO WORD ON IF I SHOULD FIX IT, OR EVEN SEND SOME ONE TO CHECK ON IT. TODAY IS 10/13/2016 I SENT MY ESTIMATE AND PHOTOS TO ALL THESE THREE PEOPLE FROM SPIRIT DELIVERY (***; ***; ***) I THINK I WOULD HAVE TO WAIT FOR OR WEEKS TO GET ANY RESPONSE FROM THEM. PLEASE SEE ATTACHED FOR MY CLAIM AND MY REPAIR REPORT ESTIMATE